Dubner over at Freakonomics was distraught at the idea of sending his beloved laptop away to IBM for warranty repair, but since neither Geek Squad nor any of the IBM recommended vendors were up to the task, he reluctantly agreed.
On Wednesday morning, IBM sent me a sturdy shipping box with a return DHL label. On Wednesday early evening, I packed up my baby and sent her to a company called Solectron in Memphis. I left town on Thursday (to Madison, Wisc. — my first visit; great town), and got home by late Friday morning. There she was waiting for me, my smart little machine, all fixed up by someone halfway across the country, at a cost to me of $0.00, the entire transaction taking about 36 hours.
I wish IBM made more things so I could buy them and know that if something went wrong, the repair process would always be this good.
This is the best customer service I’ve ever encountered in my life.
Is this the usual story with IBM? —MEGHANN MARCO
Should IBM Run the DMV, CIA, and TSA? [Freakonomics]